We have a lot of reasons to be proud to work here.

• We have a generous benefits package, defined contribution pension plan and performance based success sharing to wellness days and allowances and leadership and learning development investments
• Local is everything. We're all about working with local businesses and partnering with our communities to make them strong and vibrant
• As a credit union, living the co-operative principles are part of our long and rich history
• We develop meaningful relationships with our co-workers and members - that means learning about their passions, families, ambitions and doing what we can to improve their lives
• We have a unique culture where we take our business seriously, but we like to have a little fun along the way
• Education is a priority and we offer an abundance of leadership and professional development programs and training to help you be the best you can be
• Corporate Social Responsibility is alive and well. From our partner Socks for Change to delivering financial literacy to new Canadians, to reducing our impact on the environment to being the official sponsor of the Niagara 2022 Canada Summer Games - we donate our time, money and expertise
• We are all PenFi ambassadors and we live our truly local brand from the inside out

Who we are

• PenFinancial Credit Union has been helping Niagara grow for over 60 years. With nearly 20,000 Members, and a rich history, our roots are firmly planted and our future is strong. As a values-driven co-operative we believe the prosperity of our Members and our community go hand in hand, and we’re on a mission to improve lives and strengthen communities.

This position will be responsible for providing support to internal staff with regards to technology, banking systems (RFS, LOS, CRM, Online etc.), as well as processing service requests submitted via our Heat ticketing system.

Secondary Responsibilities: On going admin tasks (not time sensitive) including but not limited to system cleanups to maintain the integrity of data and systems, creation and publication of knowledge articles to our self-serve knowledgebase, on-going “Did you Know” tips to educate staff, review of trends to implement solutions in order to prevent incidents and/or streamline requests.

Differentiating Accountabilities:

• Provide tier 1 support for staff with regards to technology, banking systems, applications and related 3rd party incidents and/or service requests. Escalate issues in a timely manner to ensure adherence to service level targets. Follow up with escalated parties to ensure knowledge is gained.
• Provide customer (internal staff) communication throughout the lifecycle of the ticket
• Manage the processing of incoming tickets (Heat, email, voice, walk-in etc.) to ensure courteous, timely and effective resolution as per service level targets
• Access knowledgebase and FAQ to aid in incident/service request resolution. Populate knowledgebase with articles to assist end users in self-serve resolution
• Review all incidents and service request tickets for accuracy of information and address any errors and/or omissions
• Perform admin tasks such as user adds, moves, changes related to system logins, email, banking systems, 3rd party sites and other internal systems
• Prompt response to password resets and unlocking of accounts
• Prepare and distribute notifications regarding service disruptions, outages and critical incidents
• Review ticket trends and recommend solutions to reduce incidents and/or streamline requests
• Communicate quick tips and tricks to staff to improve staff efficiency
• Assist team with maintenance of asset inventory system
• Provide onsite technical assistance when required
• Perform other assigned responsibilities.

• 3+ years working with RFS or similar banking system
• 2+ years working with Doxim CRM and LOS
• Strong knowledge of computer applications and hardware
• Understanding of ITIL processes is preferred
• Experience with Heat or similar ITSM programs is preferred
• Advance knowledge of Office applications

To learn more visit https://penfi.ca/careers/

While we welcome all applications, only those who are selected for an interview will be contacted.

Accessibility accommodations will be made for job candidates upon request.